Marketing automations

Automations live under Marketing → Automations, one card each: the thank-you email, win-back and loyalty rewards. They're all part of the Marketing add-on and off until you switch them on. Without Marketing the cards stay visible with an amber Marketing mark under one Add Marketing banner, which takes you to the Marketing row on Settings → Billing; you can preview and edit them but not switch them on. If you'll never want Marketing, Hide Marketing from my sidebar under the banner removes the group, and Show it on Billing brings it back; venues already using one when Marketing launched keep it free for good. The session reminder is free for everyone and is a row under Booking confirmed on Settings → Notifications. Click the eye to preview one, and the pencil to change its timing, Subject, Content and Reply-to; Send test to me emails it to you. Once one has sent, See sent lists every copy and whether it was delivered.

Reply-to defaults to your contact email under Settings → Company.

Session reminders and thank-you emails

Both are timed from the session, not the booking, so they stay accurate if a customer reschedules.

• Session reminder (a row under Booking confirmed on Settings → Notifications, free for everyone) - 24 hours before by default (12, 24 or 48). Customers who book close to the start skip it, since their confirmation has just arrived.
• Thank-you email - 24 hours after by default (2, 24 or 48). It can ask for a review, point to your Instagram or a feedback form, or just say thanks. A button under your message is optional: switch on Add a button, then set its Button text (blank reads Leave a review) and Link - your Google review page, Instagram or a feedback form. Leave it off for a plain thank-you, and check your message doesn't mention a button: older wording says "tap the button below", and the settings flag it. Each customer gets it at most once every 90 days, so regulars aren't emailed after every visit, and its unsubscribe link stops thank-you emails only. It goes to every confirmed booking for a session that ends after you switch it on, including bookings made before then - sessions that ended earlier are never sent one. It doesn't need check-in or marketing consent.

Every session's Messages tab lists both, on or off. To word one session's reminder or thank-you email differently, click the pencil beside it there. A thank-you email also has its own Button text and Button link, so if you have more than one location with its own Google profile, give each location's sessions that location's review link. Blank fields use your venue default, and the row then reads Customised for this session; Use venue default goes back. The wording, button text and link apply to every date of that session; timing stays venue-wide.

Win-back discounts

Win-back emails lapsed customers a personal discount code. Set how long after their last session to send it, the percentage off, and how long the code stays valid.

• One code per customer, ever, and it discounts one space per booking.
• Standard-price sessions only - never private hire or group bookings. Turn on Limit to specific sessions to narrow it further.
• Customers who haven't lapsed are skipped: anyone with a future booking, an active membership or unused bundle credits.

Loyalty rewards

Loyalty reward emails a customer a code for one free space on one session when they reach a number of visits. Set:

• Reward after - from 3 to 100 visits (10 by default).
• Every N visits or Once only.
• Valid for - how long the code stays valid, 90 days by default. Leave it blank for no expiry.

A visit is a confirmed or checked-in booking whose session has started, however it was paid for. The reward is emailed 2 hours after the session ends, by default. The customer uses the button in the email or enters the code at checkout; it isn't applied automatically. Rewards follow the same standard-price and Limit to specific sessions rules as win-back, and won't work on sessions that don't accept bundles.

Milestones passed before you turned the reward on (or last changed its settings) aren't paid: a regular with 23 visits at every 10 is rewarded at their 30th. Unsubscribing stops the email only; progress and codes still show on the customer's account page.

Issued win-back and loyalty codes appear on their own tabs under Offers → Discounts; the card shows how many were issued and redeemed.

Troubleshooting

1. Automations aren't sending. Check the card is on. The thank-you email, win-back and loyalty rewards pause if your venue doesn't have Marketing (the card says Paused); they resume as soon as you add it. Automations only send for sessions booked after you turned them on.

2. Reviews are landing on the wrong location's Google profile. The thank-you email's button uses your venue default link, even if your wording links to each location. Set each session's own Button link from its Messages tab (see above).

3. One session's thank-you email shouldn't have a button. A blank session Button link uses your venue default, so leave Add a button off for your venue and set links only on the sessions that need one.

4. I want one date of a repeating session worded differently. Create it as its own session and customise that.

5. A lapsed customer got no win-back email. Customers whose last session was before you turned it on, or who unsubscribed, are skipped.

6. A loyalty code didn't work. Check it hasn't been used or expired, and that the session is standard-price and in your Limit to specific sessions list.